Customer Service Manager

International Paper; Waterloo (IA); On-site; USD 89,000 - 119,000; Full time

Benefits offered by this job

401(k)

Education & Development (Tuition Reimb

Job summary

International Paper in Waterloo, IA seeks a Customer Service Manager to lead the support teams and drive service excellence. You will optimize processes to improve efficiency, profitability and customer satisfaction while mentoring staff and aligning goals with enterprise accounts.

The role emphasizes strategic leadership, cross-functional collaboration, and accountability in a manufacturing context, with a strong focus on customer relations and performance metrics.

Qualifications

• High school diploma or GED.
• Bachelor’s degree preferred or related experience and/or training, or equivalent combination.
• Preferred experience in a manufacturing environment.
• Preferred computer data-entry experience.
• Eight or more years of customer relations experience in the Corrugated Box Industry.

Responsibilities

• Provide overall direction and leadership to customer support teams.
• Improve efficiency, profitability and customer satisfaction with service and operations strategies.
• Act as front-line decision maker for major customer accounts, including enterprise agreements.
• Provide process and product expertise as a subject matter resource for the team.
• Handle requests for price quotes, purchase orders, order changes, and cancellations.

Skills

Team leadership

Collaboration

Customer focus

Decision making

People management

Conflict management

Education

High school diploma or GED

Bachelor’s degree preferred

Equivalent combination of education and experience

Tools

Computer data-entry

Job description

Position Title

Customer Service Manager

Pay Rate

$89,000 - $118,600

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range. Variable pay may provide additional opportunities for financial awards. This job is eligible to participate in IP’s annual incentive plan.

Category/Shift

Full Time

Physical Location

Waterloo, IA

The Job You Will Perform

• Responsible for providing overall direction and leadership to the customer support teams.
• Improve efficiency, profitability, and customer satisfaction by implementing service and operations strategies. In addition to business improvement, provide team members with challenging work and developmental objectives, and will share both responsibility and accountability in the attainment of organizational goals.
• Act as a front-line decision maker, managing major and significant customer accounts; some having enterprise agreements.
• Provide significant process and/or product expertise and be a subject matter expert resource for other team members.
• Receipt and processing of requests for price quotations, purchase orders, order changes, adjustments, and cancellations.

The Skills You Will Bring

• High school diploma or GED
• Preferred Bachelor’s degree in a related field or related experience and/or training; or equivalent combination of education and experience.
• Preferred experience working in a manufacturing environment
• Preferred computer data-entry experience
• Highly preferred eight or more years of customer relations experience in the Corrugated Box Industry
• Builds Effective Teams
• Collaborates
• Customer focus
• Decision quality
• Directs Work
• Drives Engagement
• Ensures Accountability
• Manages conflict

About Us

The Benefits You Will Enjoy

• International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets

The Career You Will Build

• Leadership training, promotional opportunities

The Impact You Will Make

We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 125 years. Join our team and you’ll see why our team members say they’re Proud to be IP.

The Culture You Will Experience

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

The Company You Will Join

International Paper (NYSE: IP; LSE: IPC) creates sustainable packaging solutions that enable our customers, teammates and shareowners to thrive in an ever-changing world. We are a leader in corrugated packaging, partnering with customers across industries to protect what matters most, strengthen supply chains and create lasting value. Learn more at internationalpaper.com.

International Paper is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. International Paper complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail] or [phone].